We report, you decide

Man walks into the AT&T store on 4th Street in San Rafael, looking for a landline phone for his 91-year-old father.

Man: “Do you carry landline phones?” AT&T: “No.”

“Do you know where there is an AT&T store that sells AT&T landline phones?” “No.”

“Do you know who sells AT&T landline phones?” “No.”

“Is there anyone I could ask?” “No.”

Answer: True story from Gary Tobin of San Rafael, who, purely coincidentally, used to be a spokesperson for MCI.

Except for AT&T’s multi-function, web-enabled ‘HomeManager‘ — which Mr. Tobin’s 91-year-old father I’d hazard to guess, might not be looking for — the company’s brick and mortar stores don’t carry landline or “corded” phones. It does carry them at its online store, which also provides the names of electronic stores that sell AT&T corded phones.

In this instance, it seems something went amiss with the “high priority AT&T places on having skilled, knowledgeable employees with great attitudes to help educate customers,” acknowledges AT&T spokesman, John Britton.

“We should have done a better job listening to this customer and meeting his need.”